Customer Support Team Leader

2 weeks ago


Trenton, New Jersey, United States BetMGM LLC Full time
Customer Support Team Leader
Customer Support Team Leader Apply remote type: Fully Remote

locations:
New Jersey, New York

time type:
Full time

job requisition id:
JR100085

About Us
We are BetMGM, a leader in the sports betting and online gaming sector in the United States. Our organization is a collaboration between two industry giants—MGM Resorts International and Entain Group.

Our reputation is built on a diverse portfolio of brands, including BetMGM Sportsbook, Borgata online, Party Casino, and Party Poker.

We are dedicated to transforming our innovative ideas into reality and ensuring the highest quality in our gaming platforms.

We recognize that every individual contributes uniquely to our collective success, just as each card plays a vital role in a game.

Our goal is to foster a culture of empathy where every employee feels valued, heard, and empowered to express their true selves at work.

We strive to create products and a workplace that mirror the communities we serve, approaching our tasks with courage, accountability, and resilience.

Together, we are committed to winning, and we are all-in as a team.
We have been honored as one of Glassdoor's "Best Places to Work".
Responsibilities
- Oversee, monitor, and report on all customer service communication channels (Phones/Chat/Omni Channel Chat/Email/Outlook)
- Generate reports to assist in resource allocation and enhance efficiency and customer satisfaction
- Identify initiatives for process improvements that align with our commitment to exceptional customer service
- Guide the team in effective communication with customers, addressing issues promptly and thoroughly, either directly or by notifying relevant parties
- Manage supervisor escalations within the designated SLA (i.e., Responsible Gaming escalations)
- Facilitate and participate in meetings to enhance transparency regarding customer-related issues and update SOPs
- Develop recognition programs that align with corporate values to inspire the team to meet company KPIs
- Support training and coaching initiatives
- Undertake ad hoc assignments aimed at enhancing the customer experience
Essential Functions
- Must be able to stand or sit and operate computers and other technological devices for extended periods
Qualifications
- Bachelor's degree or equivalent professional experience
- Experience in Gambling/Sports Betting is essential
- Exceptional verbal, written, and interpersonal communication skills
- Energetic and proactive self-starter with a strong sense of initiative and creativity
- Ability to create clear, informative reports showcasing various customer service performance metrics, such as SLA response times and ticket volumes by channel
- Proven ability to motivate and educate internal agents in group settings
- Ability to perform well under pressure and meet deadlines
- Proactive and willing to take ownership of tasks
- Detail-oriented
- Minimum of two years of experience delivering customer service and technical support in team environments, via phone, email, and chat
- Strong analytical and problem-solving capabilities
- Familiarity with CRM and call center monitoring software (e.g., Zendesk, Live Person, Genesys)
Compensation
The hourly salary range for this position is $27.12 to $35.59.

Factors influencing starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

This position is also eligible for participation in a performance-based bonus plan.
Gaming Compliance & Licensing Requirements
As an online gaming company, BetMGM must adhere to state gaming regulations, including licensing obligations. Applicable employees must be licensed by at least one jurisdictional agency, and certain positions may require licensing by multiple agencies.

Failure to obtain or maintain licensure with each agency as required for the role may result in termination of employment.

Please note that the licensing process includes comprehensive background checks, which may encompass reviews of criminal records, financial history, and personal background verification.

Additionally, candidates must comply with and support the company's responsible gambling policies, procedures, and initiatives.
About Our Culture

Building BetMGM from the ground up requires effort, energy, and teamwork, making it all the more rewarding to lead this industry.

We remain focused on our primary goal with the support of our four company pillars:


- Believe in Your Game – Embrace your opportunities. We offer the freedom to explore ideas typically reserved for start-ups.

- Backed by the Best – Our expertise, combined with that of our world-class investors, allows us to take this business—and ourselves—beyond our wildest dreams.

- Do What's Right – We operate with clarity and simplicity, always prioritizing the right actions for our customers and each other.

- Hustle Hard – Our collective commitment and ambition drive us to create some of the most innovative products in the industry.

What We Offer
As a valued employee, we are dedicated to providing you with the resources and support necessary for your success. We offer Medical, Dental, Vision, Life Insurance, Commuter Benefits, Paid Time Off, Holidays, Employee Resource Groups, and more.
Salary ranges may vary across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. The position is also eligible for an annual bonus.
BetMGM LLC is an Equal Opportunity Employer.

We provide equal employment opportunities to all qualified individuals, regardless of race, religion, gender, gender identity, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status.

As an organization, we are unwavering in our commitment to maintaining a discrimination-free work environment and fostering a culture of inclusivity, belonging, and equal opportunity for all employees and applicants.

We recognize that every individual plays a unique role in achieving our company goals. Therefore, we are committed to an inclusive culture for all and empowering our employees to thrive in meaningful careers. At BetMGM, we play to win, and we are "all in" together.

If your experience differs from what we've outlined but you believe you have the qualifications, we would love to learn more about you.

This job description is not an exhaustive list of duties that a person in this position may be asked to perform from time to time.



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